Ofwat has launched a new consultation on its draft guidance for water companies on core information they should clearly provide to customers.
Ofwat has launched a new consultation on its draft guidance for water companies on core information they should clearly provide to customers.
The guidance covers how all water companies should communicate to customers key information which they need to know and understand.
Introducing the consultation, Ofwat says:
“Providing customers with clear, accessible information is essential if water companies are to achieve our aim of a high standard of customer service and support. In our work with the water sector and stakeholders to develop a new customer- focused licence condition, this issue featured prominently.”
The regulator explains that “customers being well informed” is one of the three outcomes Ofwat want to achieve from the licence condition- the proposed condition includes requirements for customers to receive the right information at the right time.
The Consultation document says Core Customer Information is information which, as a minimum, customers should be made aware of and be able to access easily in order to understand the services they are entitled to, and their rights as customers. It also includes important information to protect customers during emergencies.
Currently, Condition G of company licences sets out Core Customer Information companies must provide to their customers.
If Ofwat implements its proposal to replace the current Condition G with the new customer focused licence condition, following the consultation and review of the current content of Condition G the regulator intends to move the content of Condition G into guidance.
The proposed Core Customer Information guidance includes the information Ofwat expects companies to provide their customers with both during normal business and times of disruption.
Ofwat says that companies should take the guidance into account in relation to their compliance with the proposed new customer focused licence condition which sets out legally binding principles for customer service and support.
Deadline to submit responses to the consultation is 29 January 2024. Click here to download the consultation document Core Customer Information – Ofwat's draft guidance on core information companies should clearly provide to their customers
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